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When you’re shopping online we understand how important it is that there’s someone to answer all your questions.

We think we’ve got everything covered in our Frequently Asked Questions section, but even with our encyclopaedic knowledge of Hotter shoes we may have missed something out!

Contact us by email

To help you get to the right person as soon as possible, we’ve given you direct links to our main departments – so feel free to send us an email and we’ll aim to get back to you within 3 days. As you know sometimes we get incredibly busy, so please bear with us as your questions are very important to us.

In times of high demand this timing may change, please refer to 'Ordering info' page for the latest details.

To make sure that we can deal with your enquiry as quickly as possible, please make sure you always include your name, postcode and house number on all your e-mail correspondence. Please include a phone number if you would like us to give you a call – this is particularly helpful if you would like an exchange or refund. We can call you back on weekdays from 8am to 8pm or from 9am to 5pm Saturday and 10am to 3pm on Sunday.

Occasionally your web browser settings may not enable you to e-mail us directly from the links below. If this happens, you may type the relevant e-mail address into your personal e-mail account and send us your e-mail from there instead. Please remember to include your name and full postal address.

Order tracking

tracking@hotter.com
Please be aware that we ask you to allow up to 10 days for delivery. If you have been waiting longer than this then please email our order tracking department.

In times of high demand this timing may change, please refer to 'Ordering info' page for the latest details.

Amendments to Existing Orders

amendments@hotter.com
You can make an amendment to an existing order which has not yet been prepared for despatch. As we aim to despatch your order to you promptly, if you would like to make an amendment to a recently submitted order please contact us by telephone on freephone 0800 083 8490.

Returns Enquiries

returns@hotter.com
We realise that getting just the right shoe and fit is really important, and we want to assure you that you can order from Hotter with complete confidence. If for any reason you’re not 100% happy we will be pleased to refund or exchange your purchase, please refer to our Happy Guarantee page for more details, and email us here so we can make you happy.

Help with the Website

webhelp@hotter.com
Sometimes things can go wrong with a website, so rest assured we’re here to help if there is a fault on our site or if you are having problems with the site. Email us here and we should have you up and running in no time,

Use of Offer and Discount Codes

codes@hotter.com
We are used to dealing with lots of offers and discount codes, so if you need help to make sure that you are getting all your Hotter benefits please let us know.

HotterStockists

stockists@hotter.com
Hotter shoes are sold at over 200 independent shoe retailers all over the UK and Ireland. We’ve got a comprehensive list of these stockists so tell us the nearest counties to you and we’ll send details of who sells Hotter shoes closest to you.

Please note that our 100% Happy Guarantee only applies to shoes purchased through our own Hotter shops and our Mail Order department.

Comments / Suggestions

suggestions@hotter.com
Our design teams are always interested to hear from our customers and many of our recent developments – such as smart heels and more extra width fittings – have been implemented due to popular demand. Send your suggestions and comments to us and we’ll forward them to the right Hotter team member – you never know, you may see your ideas introduced in our next collection.

Cancelling an Order

cancellations@hotter.com
You can make an amendment to an existing order which has not yet been prepared for despatch. As we aim to despatch your order to you promptly, if you would like to cancel a recently submitted order please contact us by telephone on freephone 0800 083 8490 click here for more details.

We love to hear from you, so here's the email address you need for all your comments, feedback and suggestions. If you're happy then we're happy too, so make sure you let us know and we'll share the news at Hotter HQ; if you're not happy then give us a chance to put a smile back on your face... and a spring back in your step too!

Your enquiry may be of a different nature to those shown above, so for all other information requests please use this email address.

Contact us by post

If you would rather get in contact by post – maybe you’ve got a great photo to send us or a story about your favourite footwear – then we’d be happy to hear from you by post too! We’ll let you into a secret, we really love opening up those letters with special cards, photos and poems – you put a smile on our faces! Anyway, don’t feel obliged to send us things, we’re happy to accept your queries, comments and suggestions too, simply post them to:

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